Quality Assurance Software

Benjamin A. Denney

*********@*****.*** 703-***-**** 626-***-**** fax

Summary of qualifications

Outstanding Helpdesk Support Analyst with over 10 years of IT experience.

Always willing to ‘go the extra mile’ to deliver world-class service.

Skilled communicator, fluent English and Spanish.

Adept at building rapport with clients at all professional and technical levels, while quickly and creatively resolving technology issues and user requests.

Equally comfortable teaming on projects, or working independently to deliver results.

Versatile, resourceful, and experienced with network connectivity, account administration, workstation imaging, configuration and installation; data migrations, software rollouts, application testing, installation, configuration, break-fix, technical documentation, and troubleshooting across multiple platforms.

IT Support Skills

• OS and Admin Tools – Windows AD, SMS, Windows (95, 98, NT, 2000, XP), Mac (OS9, OSX).

• APPLICATIONS – MS Office (2000, 2003, 2007, 2010) (Word, Excel, Access, PowerPoint, Outlook). Lotus Notes, Sharepoint, Firefox, Internet Explorer, Chrome, Opera, Citrix, Adobe Acrobat/Reader, McAfee, TrendMicro, Symantec/Norton Anti-Virus.

• ENVIRONMENTS - Desktop PC, Laptop, Citrix Metaframe, Thin Client terminal services.

• NETWORKING – troubleshooting connectivity, managing alerts, Windows Active Directory account/access management, SMS; studying for CompTIA Network+ certification.

• REMOTE ASSISTANCE – GoToAssist, ManageIT, WebEx, Tivoli, Bomgar, Citrix, PC Anywhere, LogMeIn.

• TICKET/CALL TRACKING – Remedy, Clarify, Vantive, Lotus Notes, VHD, ServiceNow.

Professional Experience

October, 2011 – July, 2012 America's Remote Help Desk Chantilly, VA

Senior Service Desk Analyst

Build and strengthen relationships through positive technical support experience with each of 11 separate and unique client organizations, with varied infrastructure and procedural requirements.

Instrumental in implementation, rollout and support of Google Apps for two clients during this time.

Triage and troubleshoot all user issues to include all aspects of hardware, software, periphals, network connectivity and system health, including virus and malware prevention and remediation.

Monitor and respond to server alerts and connectivity issues using solid networking fundamentals.

Manage email and network accounts using Active Directory, SMS, Microsoft Exchange 2K & 2K3, MS Server 2K & 2K3, and Citrix. Support all aspects of mobile devices - Android, Blackberry, and iPhone. Enter trouble tickets and documentation, assume responsibility for resolution.

September, 2010 – October, 2011 InfinityQS International Chantilly, VA

Technical Support Specialist

Provide client support for leading provider of Statistical Process Control and QA real-time quality monitoring software. Duties include software testing, configuration and connection to back-end database structure using SQL, Oracle, Access, or other ODBC compliant software. Remote to client sites and assist with troubleshooting and analysis of uniquely structured manufacturing applications of our quality assurance software.

Benjamin A. Denney Page 2

Professional Experience (Continued)

January, 2010 – Sep, 2010 Computer Sciences Corporation Montgomery, AL

Service Desk Analyst, supporting U.S. Environmental Protection Agency

Designated Central Analyst supporting the U.S. EPA CTS Service Desk,

• Support EPA End Users calling the Service Desk for PC support, accounts and access via AD, SMS.

• Responsible for troubleshooting issues and first-call resolution of IT related HW & SW

• Support and documentation of processes and Knowledge Base articles.

• Monitoring of Remedy Ticketing system for tickets both break-fix and CRQ requests.

• Maintenance and break-fix support of networked printers.

• Provided Daily and Weekly progress and status reports to CTS support management.

• Contracted through Kforce Professional Staffing. Left to relocate for family reasons.

Jul 2007 – November 2009 AFLAC, Incorporated Columbus, Georgia

Help Desk Specialist

Research, troubleshoot and resolve issues with commercial and proprietary software and hardware for 30,000 internal/external users. Rapidly determine root cause, apply patches and hot fixes; resolve suspected hardware, software or network outages. Diagnose and recover lost data and resolve performance problems using remote access utilities. Ensure system security and access control using Active Directory and SMS. Work with NOC for rapid control of outages. Maintain SLA’s above 80% first-call resolution; average at least 42 calls daily. Consistently outperformed required metrics. www.aflac.com

Apr 2006 - Jul 2007 Owner, Nerd911 Computer Repair Alex City, Alabama

Comprehensive computer support services for home and small business customers, to include troubleshooting, maintenance, repair, upgrades and on-going support

Self-employed while recovering from auto accident and subsequent surgeries.

Aug 2004 - Jan 2006 Russell Corporation Alexander City, Alabama

LAN Support Specialist II

Tier 2 phone and desktop support of COTS and custom software packages to include MS Exchange, Outlook, Adobe Creative Suite, MS Office, TrendMicro and Symantec virus protection. Supported 1,800 workstation desktops, laptops, and Macintosh-based computers in 16 buildings across a 70-acre campus. My team of 4 deployed a total corporate transition to Dell workstations and laptops to include imaging, configuration, and data migrations. Controlled file access for corporate accounts using Active Directory.

Jun 2000 - July 2004 SAIC Oak Ridge, Tennessee

Senior Help Desk Specialist, supporting U. S. Department of Energy

Provided phone and desktop software support to the 4300 Oak Ridge Operations (K-25, Y-12, ORNL) end users of COTS and custom software packages to include MS Office, Outlook, McAfee virus protection; coordinated file migrations, teamed with other groups (network support, database admin) on projects. Assisted with mail server administrator functions using MS Exchange 5.5/2000, to include Global Address Lists, mailbox creation, distribution lists, custom calendars. Contracted by SCI and TeamARTI. www.sciworld.com, http://www.team-arti.com

Education

Bachelor of Arts, Communications - Carson-Newman College, Jefferson City, Tennessee

Certifications and Continuing Professional Development:

* BrainBench Skills Certification "Business Spanish" - May 2000

* Acclivus Sales Training “Negotiation Skills” seminar - April 1998

* Franklin-Covey “TimeQuest Time Management” seminar - August 1997

* Villard-Lindsay “Facilitating and Building Teams” seminar - October 1995

* SkillPath “Managing Multiple Projects, Objectives, and Deadlines” - Sep 1992

Excellent References Available Upon Request

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